The on-going hot weather can cause issues with your internet connection if the network is overburdened. If you are persistently hit by slow speeds during a heatwave, you may wonder if you could be entitled to some compensation from your provider.
Andy Pickett, chief technology officer at telecoms services provider Connection Technologies, said these connection issues can happen when the network infrastructure is “under additional pressure”. He said consumers may see their connection quality dip during the hottest parts of the day, from mid-afternoon through to early evening.
‘An important distinction’
On the question of whether or not you could claim compensation as a result, he said there this depends on how you are affected. The expert said: “When it comes to compensation, there is an important distinction between temporary weather-related disruption and ongoing service issues. Most providers will not offer compensation for short-term WiFi or signal issues caused by extreme weather.”
But you could be in for a payout if issues with the network continue. Mr Pickett explained: “However, if customers experience prolonged outages or repeated faults, particularly where repair times exceed industry commitments, they may be entitled to compensation, depending on their provider’s policies and if they participate in Ofcom’s automatic compensation scheme.”
Who is signed up to the Ofcom automatic compensation scheme?
The Ofcom automatic compensation scheme is in place so that you can claim some cash from your broadband or landline provider “without having to ask for it”, according to the Ofcom website – although you may need to take some action.
These 10 major providers are currently signed up to the payouts scheme:
- BT
- EE
- Hyperoptic – an alternative compensation policy applies to customers not on the Hyperoptic network
- Plusnet
- Sky – including NOW Broadband
- TalkTalk – restrictions apply for customers not on the Openreach network
- Utility Warehouse
- Virgin Media
- Vodafone
- Zen Internet.
What can you get compensation for under the Ofcom automatic scheme?
You could get compensation under the scheme if you are impacted by any of these three problems:
- Delayed repair after loss of service – If your service has stopped working and is not fully fixed after two full working days. £10.34 for each calendar day the service is not repaired
- Missed appointments – An engineer does not turn up for a scheduled appointment, or the appointment is cancelled with less than 24 hour’ notice. £32.31 for each missed appointment
- Delays with the start of a new service – Your provider says they will start a new service on a particular date, but fails to do so. £6.46 for each calendar day of delay, including the date that the service was supposed to be installed.
If the loss in service is caused by equipment or activity within your home, you cannot get compensation under the scheme. Providers can also cap the amount of compensation they pay out.
The rules state that after 30 days of your automatic compensation going out, the company can service a cease notice to let you know the payments will stop after a further 30 days.
How is compensation paid?
To make sure you get your compensation for loss of service, you should report the issue to your provider when your connection stops working. Then if it’s not fixed after the two full working days, you will need to contact them and ask for compensation.
They will have systems in place so you can start getting your compensation automatically if the repair is taking too long. You will be paid compensation as a credit on your bill.
If this is for a loss of service, the amount will show on your account within 30 calendar day after the loss of service is resolved. Unless you agree otherwise with your provider, the compensation will be a credit on your bill.
The credit will appear on your account within the 30-day timeframe but may show on your bill at a later date. You can read the guidance in full on the Ofcom website.
